Testing our crisis communications – and our own skills
07 May 2019
Colleagues from across campus review our plan on responding to a major problem in the era of live-streaming and social media speculation
Communications colleagues came from across the University to take park in a Crisis Communications Workshop, which tested the University’s current plan as well as the practitioners’ own skills in a live crisis scenario.
Key elements of our current Crisis Communications Plan were explained and explored throughout the day.
As the plan was scrutinised in detail, several opportunities for enhancing it were identified by the delegates, such as working more collaboratively across departments and having a more transparent approach.
The attendees also explored what makes a crisis and how quickly it can escalate. This included the speed with which an audience can create a negative impression and the role of the media. In the era of social media and live-streaming, the delegates also looked at this ever-growing influence and how best to deal with it as a large organisation.
The group recognised the risks of reacting too slowly, and failing to give confident and consistent messages to all audiences and stakeholders. They also agreed it was important to get as close as possible to responding in real time to counter fear, rumour and speculation that can be created online.
As well as discussing the plan, the group also took part in several practical exercises, such as being door-stepped by aggressive journalists and taking part in broadcast interview scenarios.
The team then looked at developing risk registers, considering what events could pose a risk, who would be responsible for that area, what the risk rating might be and what messaging could be prepared in advance.
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